Job Introduction
Guest Services Assistant
Create Exceptional Guest Experiences at Lainston House
Lainston House in Winchester, a part of the Exclusive Collection, is a 17th-century country house full of character and charm. With its walled kitchen garden, cookery school, and award-winning fine dining, it is a place where heritage, authenticity, and exceptional hospitality come together.
As a Guest Services Assistant, you’ll be part of our front-of-house team and ideal for those with receptionist or guest-facing experience, you will be at the heart of creating warm, seamless, and memorable stays for our guests.
At Lainston House, we believe in rewarding our team for their passion and dedication. As a Guest Services Assistant, you’ll enjoy:
- Competitive pay, plus service charge
- Great rates for stays across all our hotels and 50% discount on Food & Beverage dining
- Free meals while on duty
- Free access to the on-site gym and parking
- Access to our Employee Assistance Programme and wellbeing resources
- Exclusive discounts and perks through Hospitality Essentials
- Opportunities for growth, learning, and internal movement within the Exclusive Collection
Key Responsibilities
As a Guest Services Assistant, you will be the welcoming face of Lainston House, creating exceptional first impressions and ensuring every guest enjoys a seamless and memorable stay. Our Guest Services Assistant will:
- As a Guest Services Assistant, you will be the welcoming face of Lainston House, delivering exceptional service from the moment guests arrive.
- Support all reception duties including check-ins, check-outs, reservations and guest enquiries.
- Work alongside the front of house team to ensure every guest experience is seamless, personalised, and memorable.
- Maintain a high standard of presentation in guest-facing areas and uphold our service values at all times.
- Coordinate with housekeeping, food & beverage, and events teams to support daily operations.
- Handle telephone and email enquiries with professionalism and confidence.
- Share knowledge about the hotel, its surroundings in Winchester/Hampshire, and the wider Exclusive Collection.
- Record and communicate guest feedback to line managers to support continual improvement.
Person Specification
You'll be a passionate, friendly and customer-focused Guest Services Assistant who thrives on creating exceptional guest experiences. You'll bring:
- Genuine passion for hospitality, service and creating outstanding guest experiences.
- Experience in a guest-facing, receptionist, or front of house staff role is helpful but not essential.
- Strong communication skills with a calm, approachable, and professional manner.
- Confident multitasking and working efficiently in a fast-paced hotel environment.
- Excellent organisational skills and attention to detail.
- Comfortable using booking systems and technology (full training provided).
- A collaborative team player who thrives on delivering high standards.
Why Exclusive Collection?
We are a certified B Corp, committed to sustainability and responsible business practices. At Exclusive Collection, we champion wellbeing, progression, and a culture where people who share our values can thrive.
As an equal opportunities employer, we welcome applications from all individuals with the right to work in the UK. If you require any adjustments during the application process, please let us know.
If you're ready to take the next step in your hospitality career and play a key role in delivering exceptional guest experiences, we'd love to hear from you!
Apply today and join a team that celebrates attention to detail, teamwork and genuine care in everything we do.